Returns Policy

You are welcome to lodge a return request within 10 days of receiving your parcel. Items must be returned in their original condition, unworn, unaltered, unwashed, with all original packaging and tags attached. Hank & Hera will not cover the shipping cost for returning an item. We recommend using a traceable service to reduce the risk of lost parcels.

Return requests can be made via philippa@hankandhera.com.au. Please include your order number.

Before lodging your request, please also review the conditions in the section below to ensure your item is eligible for return. We reserve the right to deny the return if the item(s) fail to meet our return policy requirements, which are in keeping with Fair Trading laws.

FULL PRICE ITEMS 

All full priced items are eligible for a refund. The total amount refunded will be minus the original shipping charges.

Refunds are reversed to the original form of payment used for the order, i.e., credit card. 

Shipping costs for returning an item are the customer's responsibility. We strongly recommend that you track your parcel as it returns to us. Parcels that do not return to us cannot be processed for a refund. 

Due to the limited nature of our pieces, we are currently unable to facilitate exchanges. If you would like to return your item for a different size or style, please submit your refund request and place a new order. If you need your item urgently, please contact philippa@hankandhera.com.au, and we will do our best to assist you.

SALE ITEMS

All sale or warehouse sale items with a strikethrough price are final sale unless faulty, in which case the item will be repaired or replaced. If the item cannot be repaired and a replacement is not available, a refund will be offered. 

WELCOME CODE

Full-priced items purchased with a welcome code are eligible for the same returns procedure as full-priced goods. Sale items purchased with a welcome code are final sale unless faulty, in which case the item will be repaired or replaced. If the item cannot be repaired and a replacement is not available, a refund will be offered.

FAULTY ITEMS

We make every effort to provide our customers with goods of the highest quality, and we hope that you never receive a faulty product from us. If, on rare occasions, this does occur, please contact our Customer Care Team immediately at philippa@hankandhera.com.au and include your order number and a photo of the fault in your email.

The Customer Care Team will respond as soon as possible with a solution. We aim to respond within 24 hours on business days.

GIFT CARDS

Gift cards cannot be returned.

COMPLAINTS & COMMENTS

Claims concerning the product delivered must be lodged within 24 hours following delivery of the product.

Claims or disputes will always be examined with the greatest care. It is expected that the customer is acting in good faith when making any complaint(s). The customer should first contact us to seek a solution.

Contacting Us

Email: philippa@hankandhera.com.au

We aim to reply to all emails within 24 hours during business days.